Customer Experience or simply CX is all about meeting the needs of a customer in the best way possible. With technology changes coming at a breakneck speed, businesses need to stay abreast and current. In this entire process, the need to meet customer demands stands as a primary objective for organizations.
Understanding Customer needs
Companies are in business to make money while providing a product or service that satisfies a consumers demands. The question at stake though, is what can be done to meet the needs of the customers most cost effectively?
Consumers are generally looking for a product or service that will help them achieve certain needs and wants. If a company is able to satisfy this requirement at a realistic price point, they are more likely to have repeat business.
A business is most likely to succeed once it understands its customer needs. The customer looks for a connection with its retailer and the products. If this connection is made the customer is most likely to be your full-time investor in your business. A key criteria that has changed in recent years is not just the product or service itself, but also the experience the customer has when dealing with a business.
Customer experience is essential in organizations that are looking to grow and improve. With today’s reliance on social media and instant communication, negative experiences can have drastic and dramatic consequences.
Challenges involving Customer Experience
New tools and technologies are developed and created with the intention of making our lives or the consumers lives easier. The search for new technology is not just a search for new innovations, but rather the purpose that they serve. Companies that fail to innovate and improve however, tend to get left behind.
One challenge all businesses need to face, is the ability of their consumers to voice their opinions based on the service they have received. Not too long ago, statistics stated that a consumer with a bad experience would tell 10 others. In today’s hyper connected world that statistic is one to be envied.
Consumers now review products on social media and online prior to any purchasing decision and in most cases, those online reviews hold more weight than suggestions from friends and family! Dissatisfying one customer means losing on significantly more than one sale.
Fortunately this channel works both ways. Companies are also able to communicate faster and easier with consumers in a more targeted and personalized way than ever before. When it comes to communication, it has always been a strong element to form a strong relationship. Digitalization has made it possible, for the market to open it’s arms to make communication with their customers and strengthen their relationships.
It has made it possible to take honest reviews and suggestions from the people. Though these reviews can be beneficial as well as unfavorable for the company. If a single product is not of good quality, then the review given can discourage the sale of the product. But a positive review can also increase the sale of the product
One major factor to keep in mind in a digital transformation process is to embrace change. Technology is nothing if not fluid. Change should be expected and applied to the company as a whole. Companies unable to adapt to change are often left by the roadside.
Once the customer needs are well understood the next step is testing. For hardware companies this could involve prototypes. Sending out prototypes can help in gaining a better understanding of the product need in the market. This market strategy will help one in getting better reviews and thus the development of the product on an even faster rate.
Companies in the service industry need to look at how customers communicate with the business. If an organization has or maintains an IVR, it's critical to ensure that this is fully tested also. If customers are unable to reach your call center, this is guaranteed to result in a negative score in any survey. Almost as important though, is if they reach the wrong department.
It's important to understand the types of problems and issues your customers will experience. For each situation, logical maps need to be created and tested.
Understanding Customer Satisfaction in the Digital transformation era
A majority of companies are looking to transform their companies to take advantage of digital changes. Digital transformation effects to a large extent the customer communication relations. Customers are more likely to voice their opinions which directly impacts business development. The rating that your organization gets greatly effects your further growth in the market. It is therefore very important to meet your customer expectation.
A company which gives the best experience to its customers is more likely to be referred. This organic growth is extremely powerful and is almost like a chain reaction. This chain reaction will bring in more investors and customers to your company.
The key for a business to excel is to continuously stay abreast of changes in technology and thus meet its customer demands. A company that is stable, competitive and focused will grow faster than one that is not.
Today customers browse through multiple sites to get what they want. This has led customers to believe in the notion that companies are available 24/7/365 to address their needs. While this is difficult for small businesses, a more interactive and responsive company draws a larger amount of customers.
Customers today want to be heard. A company that is able to build on this aspect eventually develops a better customer organization relationship.
Quality and development go hand in hand
While the digital platform can sometimes be overwhelming, it is not to be forgotten that the quality of the product should be the main factor that needs to be focused on. Any company derives its worth from the quality of its product.
For any company to be successful it will have to work smart as well as hard. The company will have to adapt to changes which are profitable for them. There will be no place for compromising the quality so using test automation tools are paramount.
After the factor of quality is fulfilled, then comes adapting or bringing digitalization. The digital platform while being a significant platform from which a substantial revenue can be generated comes with its pros and cons.
The key to thus having a successful business on the digital platform is meeting the customer needs and being well updated on the technology services that the market is continuously updating and implementing it on to the site.